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We know you may have questions about Digital Banking service. Here you will find answers to the most frequently asked questions. If you need more information, remember you may contact one of our experts.

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What is Digital Banking?

Digital Banking is the online service platform that brings together all your FirstBank deposit accounts, credit cards, loans and lines of credit. Through Digital Banking, you can check balances, view and/or download your account transactions, issue payments to over 2,000 merchants, pay your loans and credit cards in other financial institutions from your FirstBank accounts, and pay your FirstBank loans, credit cards, and lines of credit. You can also transfer funds between your own accounts or with other FirstBank accounts, as well as make mobile deposits through FirstBank’s Digital Banking app. In addition, enables you to make travel notifications, credit or debit card replacements, among others.

How do I log into Digital Banking?

You can log into Digital Banking through the online services section in 1firstbank.com or directly visiting digitalbanking.1firstbank.com

What are the advantages of Digital Banking?

  • It allows you to access and check your account balances quickly and securely.
  • You can use your FirstBank accounts to pay bills to over 2,000 registered merchants, and you can pay your FirstBank loans, credit cards, and credit lines with your FirstBank accounts or with accounts from other financial institutions in Puerto Rico, U.S. Virgin Islands and the United States.
  • You may transfer money between FirstBank accounts and other financial institutions in Puerto Rico, U.S. Virgin Islands and the United States.
  • It allows you to deposit checks from your smartphone with Mobile First Deposit.
  • It includes a mobile application that offers quick and secure access to your accounts by implementing Touch ID and Face ID in supported devices.
  • You can set up alerts and receive notifications by email and/or to your phone, for balances and transactions completed in the platform.
  • You can manage services online for your accounts, such as travel notifications, credit or debit card cancellations, suspend check payments, and more.
  • You can see a visual display of your incomes and expenses, manage your budget, and set up savings goals through the Your Finances module.
  • It provides a consistent and adaptable experience throughout all your devices.
  • You may select either English or Spanish as your preferred language to manage your accounts.


Should I download a new mobile app?

Yes. Once you have updated your information in Digital Banking you can download the app in the App Store or in Google Play. Access your information with Digital Banking’s username and password. The current mobile banking app will stop working once you switch to the new service.

Security

How secure is the new Digital Banking platform?

With Digital Banking you will continue to enjoy the same security that you had with Online Banking and Mobile Banking. Visit the Security section to learn more.

In addition, Digital Banking features three additional security settings to secure your information:

  • Security image
  • Question and secret answer
  • 4-digit PIN

You will also be able to access your information through the mobile app with Touch ID or Face ID in devices that support such technology.

You will receive native security alerts to notify you about account activity or changes made to your personal information.


For your peace of mind and security, each transfer to another person will have to be validated by entering a temporary transfer's code.

How do I configure Face ID or Touch ID access to the Digital Banking app?

Visit the settings section on the left side menu of the mobile app, press Other Settings and slide the Log in with Face ID option.

Payments

What type of payments can I make in Digital Banking?

The platform allows the following payments:

  • Bills: Payments to over 4,000 registered merchants and to any loans and credit cards you may have in other financial institutions from your FirstBank accounts.
  • Loans, Credit Cards, and Lines of Credit: Pay your FirstBank mortgage loans, personal loans, boat loans, auto loans and leases, credit cards, and lines of credit with your FirstBank accounts or with accounts from other financial institutions in Puerto Rico, U.S. Virgin Islands and the United States.

How do I add new payees for bill payments in Digital Banking?

Adding new payees is easy through digitalbanking.1firstbank.com. To add new payees, visit the Payment section to download step-by-step instructions or watch a demonstration video that describes this process.

How quickly will payments to payees be processed?

Payments issued before 5 p.m. from Monday to Friday will be debited and processed on the same day. Payments issued after 5 p.m. or during the weekend will be processed the next business day.

What type of loans can I pay through the new service?

With Digital Banking, you may pay the following FirstBank accounts:

  • Auto Loans and Leasing
  • Mortgage loans
  • Personal loans
  • Credit cards
  • Lines of Credit

You can also make payments to accounts with other financial institutions in Puerto Rico, U.S. Virgin islands and the United States through Bill Payments.

Can I pay off a loan using Digital Banking?

In order to pay off your loan, you must contact FirstLine Solutions at 1-866-695-2511.

Can I issue a payment to a FirstBank loan with an external bank account?

Yes. You can issue a payment to any FirstBank loan with accounts from other banks in Puerto Rico, U.S. Virgin Islands and United States. These accounts must first be registered in digitalbanking.1firstbank.com

How quickly will loan payments be processed in Digital Banking?

Payments issued from your FirstBank accounts before 5 p.m. from Monday to Friday will be debited and processed on the same day. Payments issued after 5 p.m. or during the weekend will be processed the next business day.

Payments made using accounts from other banks will be processed the same day if issued before 5 p.m. Monday through Friday, and will be debited to your account in 3 to 5 business days.

Can I set up recurrent payments in Digital Banking?

Yes. You can set up recurrent payments of bills and loans though digitalbanking.1firstbank.com

How do I know if the payment was processed or declined?

You will receive notification through email including date, amount, account to be paid, and confirmation number. You may also view your payment status in the history section of Digital Banking.

Transfers

What type of transfers can I make in Digital Banking?

Digital Banking allows you to make transfers between FirstBank accounts and other financial institutions in Puerto Rico, U.S. Virgin Islands and the United States. Limit for external transfers is $1,000 per day. No fee for next day. Same day transfers charge $3.99.

How do I issue a transfer in Digital Banking?

Visit the Transfers section to download step-by-step instructions or watch a demonstration video that describes this process.

What is the "code" that the platform requests to confirm a transfer?

For added security, a unique 5-characters code is sent to your registered email address in Digital Banking to validate that you have requested a transfer to another account before processing the transaction. This code will be required for each transfer to other accounts (not between your own accounts). To receive the code in your email, you must press on "request code". Once you receive the code, you must enter it in the space provided and press “accept” to complete the transaction. You can copy and paste the code.


This code will have an expiration period of 5 minutes, after this period, the code will no longer be valid and you will have to request a new code. Each time a new code is requested, the previously issued access code will expire automatically.

How do I add other FirstBank accounts for issuing transfers?

Log into digitalbanking.1firstbank.com and click on the Transfers between other accounts section. In “Transfer “To” press “Other” and complete the required fields.

Please note that you will only be able to add other FirstBank accounts for credit purposes; you may not debit from these accounts.

Can I set up recurrent transfers?

Yes. You can set up recurrent transfers through digitalbanking.1firstbank.com in the Transfer section.

Will I be charged a fee to transfer money to other FirstBank accounts?

No. You can transfer money to other FirstBank accounts free of charge.

Deposits

How can I deposit a check using my mobile device?

Making deposits through Digital Banking is easy. First, you will need to download the Digital Banking mobile app in App Store or Google Play. Visit the Deposit section to download step-by-step instructions or watch a demonstration video that explains the deposit process.

Which accounts are eligible for this service?

Individual checking and savings accounts are eligible to deposit via your mobile device.

To find out whether your account is eligible, contact us at 1-866-695-2511.


How do I know whether the deposit was processed, approved, or denied?

You will receive an email notification once your deposit is received, processed, approved, or declined.

When will the deposit be effective?

Deposits will be available once it is validated and accepted by FirstBank. Any deposit made before 7 p.m. during a business day will be processed on the same day. This is subject to deposit verification and validation.

Is there a deposit limit per day?

There is a limit of $10,000 per check per day and $20,000 total per month. The monthly cycle begins 25 business days after the date of the last deposit made through this service.

The service is available on which devices?

The service is available for mobile devices (cell phones and tablets) with iOS and Android operating systems.

Manage your accounts

What type of accounts will be available in Digital Banking?

Deposit accounts such as checking accounts, savings accounts, IRAs and CDs, as well as mortgage loans, auto loans and leases, personal loans, credit cards, and lines of credit.

What services can I request through Digital Banking?

You will be able to activate, view history and download your e-statements from the past 18 months, as well as view and download images of processed checks.

In the Account Services section you may request a copy of your checks and your account statements, access to balances and reward points of your credit card, travel notifications; you can authorize FirstBank to contact you, request certifications of checking or savings accounts, order checkbooks, cancel or replace debit cards, and/or stop payment on a check.

Access the Disclosure of Rates, Terms and Fees Applicable of each product for the details of the applicable charges in each of the deposit accounts.

How far in advance should I notify my travel plans through the new service?

You should make the request 7 to 10 business days in advance.

When will I receive checking and savings account certifications?

You will receive checking and savings account certification in 10 business days.

E-statements and Notifications

What type of notifications can I set up in Digital Banking?

You may set up notifications for your deposit accounts or credit cards balances, and your account activities such as payments, transfers, and deposits made through Digital Banking.

What type of alerts will I receive from Digital Banking?

You will receive security alerts for failed sign-in attempts, when your account is open in two different devices (duplicate sessions), and alerts when you make changes in your security settings.

How do I program my notifications?

Programming notifications is easy. Visit the Notifications and alerts section to download step-by-step instructions or watch a demonstration video that describes this process.

Can I set up the frequency and the parameters for receiving these notifications?

Yes. You will be able to define the notifications and alerts for your accounts. For account balance, you can program receiving the notification based on any balance you may have or when the balance is higher or lower than a certain amount. Similarly, you will be able to set up the frequency in which you wish to receive the notification.

Where will I receive these alerts and notifications?

You may choose to receive them through email and/or as push notifications to your mobile device. These notifications will be in the language you configure your service.

Personal Configurations

What type of configurations can be done in Digital Banking?

You will be able to make changes in your personal information, including changes in your telephone number, password, secret question, and security image. Additionally, you may select your language of preference.

Where can I change the language in Digital Banking?

You can select either Spanish or English as your language of preference for Digital Banking. In order to change the language, you will have to go to the services Home Page or the Personal Configurations module. When you make the change, the platform language will change automatically to the one selected and you will receive all your notifications in that language.

Manage your budget

Once I categorize a transaction in the My Finances module, will the system recognize such transaction in the future and categorize it automatically?

You will have to categorize the transaction again as the service does not saves manual categorizations.

Since when will I be able to see the history of my categorized transactions?

You will be able to see the history of your categorized transactions 45 days prior to service activation. The service will accumulate 12 months of transactions history.

Will the service save my budget history under the My budget section?

Yes, your budget history will be saved for upcoming months.

Enjoy all the innovation Digital Banking has to offer.

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Help Center

If you need assistance, you may contact us using your preferred channel:

If you need assistance, you may contact us using your preferred channel:

 

Call us

1-866-695-2511

 

Email us

customercare@1firstbank.com or send us a private message via Facebook

 

Visit us

in any of our
branches

 

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Member FDIC in USVI Only. The new Digital Banking service is subject to FirstBank’s Terms, Conditions and Restrictions. Your funds will be available according to FirstBank’s Funds Availability Policy, included in the Deposit Accounts Agreement.
             
icon Routing number: 221571473
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